Your Online Reputation: Why the Voice of Customers Matters

Keeping your customers happy is the key to a successful dealership.

Without understanding your customers, you can‘t possibly keep them happy. This is where Voice of the Customer (VoC) comes into the picture.

What is the Voice of the Customer?

The Voice of the Customer is a term that describes your customer’s experiences and expectations about your vehicles and services.

A voice of the customer program helps in capturing your customer’s feedback to optimize dealership offerings and improve your online reputation.

Why is Voice of the Customer Important?

The biggest advantage of VoC is that it lets you understand your customer’s problems and the root causes of it.

When dealers focus on VoC, it can mitigate serious damages caused by customer issues. It can also help improve customer communication and the dealer’s online reputation.

What are the Best Practices to Collect Voice of Customers?

Here are some of the best practices to follow.

1. Collect Customer Feedback

Always request feedback and reviews about sales and service experiences. Your staff can request online reviews or send customers regular survey questionnaires.

2. Create Communication   Channels                                                               

Create as many communication channels as possible, to enable customers and prospects to get in touch through the channel of their choice.

The easier it is for your customers to communicate with you, the better will be the quality and frequency of feedback.

3. Monitor & Analyze Customer Feedback

Once you receive feedback, you need to monitor and analyze it constantly to glean insights and devise best-practices. 

Clearly identifying areas of strengths and weaknesses will make it easier for your dealership to frame a value proposition which is attractive to customers and prospects alike.  

4. Measure the Impact of Change

After all these, your dealership still needs to measure the impact of change on your customers and prospects. If the impact is positive, then continue with the improvements. Else, you may need to revert and look for other options.

For more insights into the importance of Voice of the Customers and its impact on your online reputation, Contact Us.